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8x8 Contact Center

8x8 Contact Center

Overview

What is 8x8 Contact Center?

8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of…

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Recent Reviews

TrustRadius Insights

Seamless Integration: Reviewers consistently praise the seamless integration between the phone system and 8x8 Contact Center, highlighting …
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Donuts

7 out of 10
July 20, 2023
Incentivized
I like it. The only problem is when the internet is down. It is too. However, it is easy to learn and easy to use most of the time.
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 21 features
  • Warm transfer (115)
    8.0
    80%
  • Call forwarding (119)
    8.0
    80%
  • Agent dashboard (117)
    7.8
    78%
  • Call tracking (116)
    6.8
    68%

Reviewer Pros & Cons

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Pricing

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What is 8x8 Contact Center?

8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.8x8.com/products/plans-and…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

What is Amazon Connect?

Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…

N/A
Unavailable
What is Five9?

Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.

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Product Demos

8x8 Agent Workspace

Navattic
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

6.9
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.5
Avg 8.2
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Product Details

What is 8x8 Contact Center?

8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center is used by businesses to connect and collaborate with individuals working inside and outside of the organization.


8x8 Contact Center keeps agents connected to customers from anywhere, at any time. They offer a financially backed 99.999% SLA across contact center and business communications, so as to guarantee that users' contact center will continue to operate without interruption.

8x8 Contact Center capabilities include:

  • Conversational AI to deliver effective self-service experiences across all channels to resolve a wide range of customer inquiries, both simple and complex.
  • Omnichannel skills-based routing for voice, web-chat, email, SMS, messaging, social media, and video elevation customer interactions
  • Agent Workspace to handle all interactions through a single pane of glass
  • Supervisor Workspace to manage agents and contact center performance through a single pane of glass
  • AI-powered insights and automation to enable self-service
  • Intelligent voice self-service
  • Holistic reporting across all channels
  • Visual and intuitive reports, and dashboards
  • One-click access to enterprise subject matter experts
  • Full PSTN replacement in 58 countries/territories
  • Auto Dialer providers preview, progressive, and predictive
  • Quality Management and coaching
  • Workforce management
  • Speech and Text Analytics
  • Interaction journey analytics
  • Performance management
  • Post call surveys
  • Integrations with CRM apps such as Salesforce, Microsoft Dynamics, Zendesk, and 20 others
  • Dynamic integration framework
  • Open APIs and developer program

8x8 Contact Center Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

8x8 Contact Center Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported Countries8x8’s Global Reach routing technology extends across 54 countries and covers Asia Pacific, Europe, Middle East and Africa, North America, and Latin America. The latest country additions include: Israel, Latvia, Slovakia, Indonesia, Thailand, Philippines, Panama, and Japan.

Frequently Asked Questions

8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.

Five9, NICE CXone, and Genesys Cloud CX are common alternatives for 8x8 Contact Center.

Reviewers rate Outbound response and Call forwarding and Warm transfer highest, with a score of 8.

The most common users of 8x8 Contact Center are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(303)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Seamless Integration: Reviewers consistently praise the seamless integration between the phone system and 8x8 Contact Center, highlighting its ease of use, stability, and minimal training requirements. The intuitive browser-based interface simplifies operations and reduces onboarding time significantly.

Call Tracking Capabilities: Users value the system's robust call tracking capabilities that allow them to monitor calls from start to finish effectively. The inclusion of post-call surveys for gathering customer feedback has proven instrumental in enhancing customer service levels and refining feedback mechanisms, aiding businesses in understanding customer needs better.

Chat Function Efficiency: Users appreciate the efficiency of the chat function within the system for quick issue resolution, providing assistance in finding reports promptly, and contributing significantly to excellent dashboard functionality. This feature enhances operational efficiency and boosts overall productivity by offering a convenient platform for real-time communication.

Technical Issues: Some users have faced frequent dropped calls, system crashes, background noises during calls, and difficulties in call transfers. For instance, users reported experiencing dropped calls, background noise interference, and challenges with transferring calls smoothly between parties. Support Challenges: Reviewers have expressed frustration with slow response times from technical support staff and inadequate knowledge among customer service representatives. Users highlighted delays in receiving assistance from support teams, communication issues with multilingual agents, and a lack of expertise among customer service reps. User Interface Complexity: Users find the UI challenging to navigate, suggesting improvements for better usability and clearer visibility of status indicators on the directory screen. Specifically, users mentioned struggling to navigate the user interface efficiently and recommended enhancements for easier interaction and improved status display features.

Attribute Ratings

Reviews

(1-25 of 136)
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Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use 8x8 Contact Center for our Customer Service department. We have customers from all over the city call in for various reasons from billing, to water main breaks, to general questions. 8x8 Contact Center is an upgrade from our last system by miles considering we can go in & change things as needed. We can change our schedule, change the hold music, the time we offer callbacks, etc. This makes things a lot easier from a management standpoint because we are able to work around unforeseen issues a lot easier such as call-ins or systems being down for whatever reason. 8x8 Contact Center has made it a lot easier for us to better serve our customers.
March 11, 2024

8 X 8 is GREAT.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
8 X 8 Contact Center makes daily tasks more accessible and more efficient by providing business features to save time. My favorite feature is the ability to fax. You enter the number to fax to and attach documents; you can use default notification or add your personal greeting and click send. Once your fax has been sent, you receive a confirmation immediately. Simple, fast, and accessible. The status is a great feature as well. Callers within your organization will know when you are in a meeting or out to lunch. You can change your settings to reflect out-of-office for vacations, conferences, etc. Changing your greetings is as easy as 1-2-3.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are a wholesale company. We have representatives inside and out of the office. Before we migrated to 8x8, it was such a headache to have someone working from home. Before, we had to use VPN routers, but now with 8x8 it's as simply as plug and play. And with the virtual 8x8 app, we can even have them working remote for the day without the need of any extra device. It made our life so much easier.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We ae are a service organization and 8x8 Contact Center is our key lead generator and customer servicing channel. We use 8x8 Contact Center to power our call center integrating with our CRM solution. We use both inbound and outbound capabilities of the product.
November 13, 2023

8x8 will work for you!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
My company uses 8x8 to bring in callers for our 36 properties, to be assisted by our Care Center. Each property uses several different vanity phone lines so that we know how our callers are hearing about us. 8x8 is able to continually support all the phone lines and keep our communications running smoothly.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
8x8 provides us with the ability to better understand our customer journey along with offering staff an easy and effective way to connect whether via phone call, virtual meeting or chat etc. We further have access to easier generate data that impacts our business decisions while positively affecting our responsiveness and timeliness on customer needs. Since implementing 8x8, our company has been able to institute a one-stop hub for all our connectivity needs while enabling us to switch between devices with ease and allowing us to have everything readily accessible at our finger tips. Jeff Feely has been instrumental and responsive to assisting us with acclimating to the tool and features while provide expertise to address our transition and learning curves. Metrics that are at our disposition now have been instrumental to address issues and explore new opportunities to enhance the way we work.
July 31, 2023

Great partnership

Jondre Chandler | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are using 8x8 VCC to replace the old Nortel CS1000.<br>We are the tech support center for customers that have purchased any of our products. We are using the new X-Series across all our offices. It simplifies all maintenance and one point access to program manage it. Solid based replacement for our original equipment.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I work in the billing department for a medical practice, and received communication daily from 8x8 as a tool of payment communication from our vendors. I believe this is an effective and easy way to keep track of my documents. I have in the past experience a lack of documents and had to reach out to the it depatment, however it was a smooth process and the techs were efficent and polite. I enjoy using this tool and would recommend to other people
Score 5 out of 10
Vetted Review
Verified User
Incentivized
We are a small nonprofit and used the 8x8 Contact Center as our intake line. Our agency would get up to 15 calls on average per day. We only had up to 3 users in the 8x8 Contact Center. We would log into the 8x8 Contact Center each morning and mark ourselves as "available". We had the 8x8 Contact Center set up in a way that evenly distributed calls to the people logged in. I would not recommend this format for small organizations. In my opinion, the 8x8 Contact Center seems to be designed for larger organizations with many different queues. We only used the 8x8 Contact Center for 1 queue because all calls ended up routed to 3 people. In my experience, it was too complex for the simple function we needed it for.
Robert Binnall | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use 8x8 Contact Center to triage all of our client call centers and redirect calls as needed to available representatives or escalate calls to managers. Additionally, we utilize 8x8 Contact Center metrics to calculate our team’s performance and analyze what we can do to adjust our systems to better serve our client’s needs. We also heavily utilize the call recording and whisper features to evaluate team performance and offer regular feedback to our team.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use the 8x8 system as a virtual phone for all of our work at home employees. There are some issues that arise with software updates and it kicking people out a lot but over all we have been able to utilize it. I recently have been doing more research on 8x8 to better understand it and to expand my skills into WFM. There have been a lot of features that my company does not currently use but hope to use in the future.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
For our sales dept. They don't deem to have too many issues with it most of the time. It replaces the previous cisco call manager we used to use on prem. We no longer have to manage that system and only have to manager users from the cloud application, which alleviates some day to day work, but can also cause a headache if there is an issue that we need fixed in a hurry.
April 18, 2023

Disappointed

Score 1 out of 10
Vetted Review
Verified User
Incentivized
We use 8x8 for our call center staff and our entire organization utilizes the phone and meeting solution. I feel the service from our account manager is lacking. As a prior account manager for software, I have never experienced an individual who cannot assist a customer with running reports, requesting reports or overall functionality of your product. Our account manager lacks knowledge, expertise on her own products and offered to show me links where I could purchase additional reports or training for me to run those reports. To me, this is unacceptable for any customer. I tried for 4 months to obtain or have the account manager show me how to run a staffing report. She had to get tech support involved, which resulted in hours of my time on the phone over the course of different days. At the end, I accepted what was generated, but it was not a staffing report. This was simply out of shear frustration and not wanting to commit any additional time to get ONE report! All follow ups or requests with my account manager result in her sending me links to do all myself. These links are never what I need or requested. Looks like Five9 may be in our future!
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